Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Checked my loan status in XXXX to prepare for repayment. Submitted my borrower defense application & submitted my SAVE application to prepare. I chose to have my loans put into forbearance while my application was in process. On XX/XX/XXXX & XX/XX/XXXX I received an email notification stating that a forbearance was put in place on my loans. Upon checking i did show that no payment was due. On XX/XX/XXXX, the forbearance had been removed and a payment was still showing due. I sent a message through the online portal for review. On XX/XX/XXXX, I logged into Mohela and my account status still showed a payment due despite receiving a reply from my online message regarding the forbearance which was still not showing on my account. I contacted XXXX on XX/XX/XXXX who stated that they couldn't understand why my forbearance was not applied & they were going to escalate the issue. I contacted them again on XX/XX/XXXX due to no resolve. I also sent another online message which I still have not received a reply from. I contacted Student Aid who did resend the forbearance notification to mohela on XX/XX/XXXX & today my payment is still showing due.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 25404
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Subject : Request for Payment Count Adjustments Toward Income-Driven Repayment and Public Service Loan Forgiveness Programs I am writing to request adjustments to the payment count on my account for both the Income-Driven Repayment ( IDR ) program and the Public Service Loan Forgiveness ( PSLF ) program. I believe there may have been an oversight in accurately recording my qualifying payments, which has resulted in an incorrect payment count. My name is XXXX XXXX and I have been a participant in both the IDR and PSLF programs. I have diligently made payments based on my income and employment in the public service sector. However, upon reviewing my account, I have noticed inconsistencies in the payment count, which do not align with the payments I have made. As a borrower in the IDR program, I have been making payments based on my income for a specified period. These payments are intended to help me manage my student loan repayment obligations while considering my financial circumstances. It is crucial that the payment count accurately reflects the number of payments I have made towards this program. Similarly, as mentioned in my previous letter, I have been employed full-time by a qualifying public service employer, the XXXX XXXX XXXX XXXX XXXX XXXX XXXX since XXXX. According to the PSLF guidelines, I am eligible for loan forgiveness after making XXXX qualifying payments while fulfilling the criteria of full-time employment with a qualifying employer. I have provided the necessary certification form from my employer, which verifies my employment tenure. Considering the duration of my employment and my consistent payment history, I believe I should have already met or exceeded the required XXXX qualifying payments for the PSLF program. However, the payment count on my account does not reflect this progress accurately. Therefore, I kindly request a thorough review of my account to rectify any discrepancies in the payment count for both the IDR and PSLF programs. It is essential that the adjustments are made to accurately reflect the payments I have made towards these programs. Enclosed with this letter are the following documents for your reference : 1. Certification Form : This document, completed by my employer, verifies my full-time employment, including the dates of my tenure at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX I understand that Mohela is responsible for maintaining accurate records of my loan payments and ensuring that the payment count accurately reflects the progress I have made towards loan forgiveness. I would appreciate your prompt attention to this matter, as it directly impacts my eligibility for both the IDR and PSLF programs. Please communicate with me in writing or via email regarding any updates or actions taken to resolve this issue. I sincerely appreciate your assistance in rectifying this matter promptly and ensuring the accuracy of my account. Thank you for your attention and cooperation. I look forward to your timely response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34953
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/2023, I checked Mohela 's website to determine how much it would cost to pay off my loan. Their payoff calculator was not functioning, so I went by the payoff amount listed on my account home page. I had to make two payments because of bank withdrawal limits. I paid {$45000.00} on XX/XX/2023. I paid the remaining balance ( according to the " payoff amount '' listed on my home page ) of {$24000.00} on XX/XX/2023. As the payment was processing, I noticed that the loan was continuing to accrue interest, so in fact, my loan would not be paid off after this amount. And indeed, after the payment processed, I still had {$15.00} remaining balance. On XX/XX/2023, I checked to see if the payoff calculator was working on the website. It was not, but now there was a message that said " Call this number if you would like to get your full payoff amount ''. So, I called the number and paid {$15.00} over the phone on XX/XX/2023. I don't believe I should have had to pay this additional {$15.00} of interest because I had done everything I could to determine the correct payoff amount while not having the tool ( payoff calculator ) available that was necessary to actually get this done. I believe Mohela is intentionally making it difficult to pay off your student loan so they can continue to accrue interest on your loan. With the payoff calculator not working, now people have to call in and wait 2-3 hours on hold to speak to someone. I just checked today XX/XX/2023 and the payoff calculator page says " Application Error. You have encountered an error in our web application. Our technical staff will address this issue as soon as possible. '' Now there is not even information listed that says you should call Mohela directly to get your correct payoff amount ( because apparently the amount listed on the home page is not correct ). Again, I believe this is unacceptable and completely intentional on Mohela 's part. I think there should be a class action lawsuit filed against Mohela.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78744
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Supporting documents for open case XXXX The US Dept of Education has stated that they notified servicers immediately of payment issues and place them into administrative forbearance to remedy the errors and months will be credited toward payment counts needed for loan forgiveness ( ie- PSLF ) I have asked for my loans to be taken out of forbearance multiple times, along with a new request yesterday to move my forbearance from Exceptional Discretionary Forbearance to Administrative Forbearance. Exceptional Discretionary Forbearance is related to Borrowers Defense. I have Borrowers Defense and PSLF simultaneously for loan forgiveness. My borrower 's defense application is on a 3-year review period whereas my PSLF has 13 months remaining for forgiveness. Exceptional Discretionary Forbearance months do NOT count towards PSLF. It is not my fault that Mohela is behind on applications and payment reviews, and I am losing precious time towards paying off my loans via PSLF. I want to either be taken out of forbearance completely with the right monthly payment amount of XXXX as approved by FSA OR be placed into ADMINISTRATIVE FORBEARANCE so that the months they spend resolving their issues will count towards my PSLF
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 988XX
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am currently in XXXX XXXX, but I work for a local government and will qualify for public service loan forgiveness this fall. My account was switched to " in-school deferment '' status in XXXX. I first messaged Mohela to request that the in-school deferment be permanently removed from my account on XX/XX/23. When I messaged, it stated that my message would be responded to witXXXX XXXX XXXXess days. It was never answered. I placed follow-up calls to Mohela on XX/XX/23, XX/XX/23, and most recently, XX/XX/23. On the last call, the rep stated that she put in the request to have the deferment cancelled, but it would take 2-3 business days. This is the 3rd business day and it is still there. I have faxed and messaged multiple requests to remove the in-school deferment and to revert XXXX and XXXX to XXXX forbearance. The request I sent on XX/XX/23 is marked in my file as APPROVED and XXXX and XXXX are now listed as qualifying payments, but my account is STILL on in-school deferment status. XXXX and XXXX should be my XXXX and XXXX qualifying payments, yet Mohela is refusing to cooperate so that I can make my last two loan payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43065
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have 8 federal loans from attending the University of XXXX. On XX/XX/23 6 of those 8 federal loans were put into administrative forbearance by Mohela due to a pending IDR request. 2 of my loans, however, were not placed into administrative forbearance ( DL Student PLUS, XXXX XXXX and XXXX XXXX ). I have called Mohela every week since then and have received conflicting information, in addition to a delinquency notification on my account, which is the nature of my complaint. Around XX/XX/23, XXXX at Mohela informed me that he placed a request for the remaining two loans to be placed in forbearance. When I called to check in on the matter last week, I was told that those loans will not be placed into forbearance because they're DL Student Plus Loans. Then, on today 's date, I contacted Mohela again, and this time they said that there is still a request to have them placed into forbearance. I contacted Mohela multiple times well before my due date of XX/XX/23 because I can not pay, hence the nature of my IDR request. The due date came and went without word from Mohela, however, and now my account is being considered " past due '' and " delinquent ''. I have never missed a payment, I am a XXXX employee with over 45 PSLF qualifying payments, and I have a credit score of well above XXXX. My finances are very important to me, as is my PSLF. I am writing to advocate for an immediate response regarding Loans XXXX and XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46324
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hi- I submitted a form for loan forgiveness for XXXX over a month ago to Mohela in early XXXX. There's a box to check to request for forbearance while they verify if you qualify or not for forgiveness. I checked this box. I understand that it can take 90 days to see if you qualify for forgiveness, but my issue is the fact that they haven't NOT put my loan in forbearance in the meantime, even though it was requested. We've tried calling, but with waits times over an hour, its impossible to get a hold of anyone to ask questions. Others have had similar issues and said that they've reached out to the CFPB for help and that it would be a good idea for me too as well. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92253
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have submitted my Employment Certification for all of my nonprofit employment periods and my eligible payments towards PSLF has not been applied. I should over 120 payments to begin my loan discharge but MOHELA/Fed student aid has failed to count these correctly and applied them to my qualifying/eligible payments for the dates of XXXX. Ive been told I just have to wait but XXXX and MOHELA has had this paperwork for over 3 years but they are not applying it correctly. And I asked for Forbearance or pause to monthly loan payments until issue resolved and they have denied my request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94596
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I started the process of XXXX loan forgiveness through Mohela earlier this year. I contacted Mohela and spoke with a rep on more than one occasion regarding next steps and specifically inquired about consolidation. Each time I was advised that I should NOT consolidate any loans as XXXX loans would be eligible for forgiveness with over XXXX payments, but the other loans did not yet qualify. They advised that my payment counts would reset and I would not receive any forgiveness. This was completely inaccurate as I later learned that if I consolidate prior to the end of 2023 the highest payment count would be applied to the new consolidation loan. As soon as I learned this I reached back out to start the consolidation process. StudentAid.gov rep assured me that consolidation would be approved sooner than XXXX forgiveness. I was NOT informed that I could request to have those XXXX loans not included in forgiveness consideration in order to insure that the consolidation processed. Instead the XXXX loans were forgiven just a few days before the consolidation processed. This mistake leaves me with over {$92000.00} in loans that should have been eligible for forgiveness through the current rules. I have spent countless hours on phones calls with Mohela ( XXXX plus hour wait times, disconnected multiple times ) and AidVantage with no help. I have sent emails that have been closed with no response other than we see that you have called previously and will assume this issue has been addressed. I am a XXXX XXXX dealing with a XXXX diagnosis. I rightfully have earned XXXX forgiveness through over 10 years of service at a nonprofit, and all loans should be included. Mohela is deceptively giving out inaccurate information, resulting in loans not receiving appropriate forgiveness which then results in them continuing to collect on ridiculously high interest rates. I do not believe it is a coincidence that the XXXX was processed a few short days before the consolidation was approved. This needs to be investigated and corrected. I will continue to fight having to repay any more on these loans that should have been forgiven fully. XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 61554
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Mohela has mishandled my student loans. I was transferred from XXXX to Mohela. XXXX approved my XXXX driven repayment plan for a cost of aproxiamtely $ XXXX. Upon the transfer to Mohela, Mohela " lost '' this application and informed me that I now owe {$390.00} a month. I reapplied for XXXX and uploaded supporting documents from XXXX and applied for forbearance. I called Mohela on XX/XX/XXXX. After nearly XXXX hours on hold, a representative told me " you did everything right '' and my forbearance would be approved by Monday, XX/XX/XXXX and I would not need to pay. Mohela 's auto debit system failed and did not bill me the ( again, incorrect ) amount of {$390.00}. Instead, Mohela put my account into delinquency and when I called again today ( Wednesday, XX/XX/XXXX ) Mohela 's automated phone system warned me that a collections agency would gather information to use against me, despite XXXX XXXX 's so-called " on ramp '' of not reporting delinquent payments to creditors. Additionally, my XXXX has been denied, despite the fact that I only make {$39000.00} a year after tax. I do not know if I still qualify for XXXX XXXX XXXX XXXX. I just resubmitted an IDR application with documents attached ( which are not required ) and Mohela is showing that I applied for REPAYE when I applied for XXXX. I have been on hold for an hour again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19446
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A